Upgraded to TNT Sport but Discovery+ app only showing basic package

[Helen2011]

I upgraded to TNT Sports last Thursday due to Eurosport closing down in the UK next week.  I should have full access to all events on the Discovery Plus app on Sky Q but I still only have the basic package.  I logged out of the app and logged back in, I have followed the on-line instructions to link my Sky account to Discvoery plus.  When I entered my 6 digit code using the Discovery Plus link it stated that I had access to all content.  However I still only have basic access to the app on Sky Q and the app on my iPad.  When I've looked at "my account" through the "settings" option on my Sky Q the app subscriptions page says Discovery + premium "starts soon".  However long is this going to take- it been 3 days since I got TNT Sports last Thursday.  Has something gone wrong?  I've contacted Discovery Plus by email (after Sky told me it wasn't their problem) and they say I don't have an active account.  So I'm going round in circles.

[SKY1992bf]

@Helen2011 Can you confirm tnt sports is listed as a seperate item on your sky bill

[Helen2011]

Yes it is.

[Helen2011]

I also have access to the live TNT Sports channels through Sky Q and also through Sky Go.  They are okay, it's the Discovery app that's the problem.

[Alan119191]

Same issue for me subscribed on Friday still no access to Discovery TNT

[dazwest]

same issue here!

[johnshel]

Mine says I have Discovery + premium, but still cannot access any live sport ?? I know I can watch on TNT , but I would like to access the various options on the Discovery + app .... 

I does state they it can take up to 24hrs to activate and update....  but it's been more than that! Any thoughts??

[Helen2011]

Yes, it does state 24 hours.  It's been 10 days now for me and although it says I have Discovery Plus Premium, I still do not have access.  I've contacted Sky and made 2 complaints but I'm constantly fobbed off (e.g. yes, we know how to sort it but it'll take 72 hours - I'm still waiting 96 hours later).  Discovery Plus say I don't have a live account with them, Sky say it's the fault of Discovery Plus.  Sky don't seem to care about their customers any more, even though I'm only getting half of what I'm paying for.  But good luck trying to contact someone to get it sorted, of the dozen or so people I've spoken to in the last 10 days most of them don't understand what I'm telling them.  If they don't understand the product they sell and that TNT and Discovery Plus are linked, they shouldn't be answering the phone.

[johnshel]

I think I remember a similar thing happening when the last Olympics were on... they said back then that they were aware of the issue, and I guess over time they managed to rectify it.... until now! 😡

[Mjs67]

We've upgraded our package to include TNT sports which also gives us discovery plus premium. However, we can only watch TNT sports through the Sky channels and not on discovery plus. This is really annoying because we're paying for a product and not recieving it. It means we've got to record the sky channel and hopefully get what we want. Please rectify 

[Helen2011]

Sadly, this is not something Sky or Discovery Plus appear to be willing/able to sort out.  Now Eurosport has closed, I'm sure over the coming weeks many more customers will subscribe to TNT have being promised full access to Discovery Plus - especially as many of the non-mainstream sports will only be available on Discovery Plus.  It really seem to be a really big con, just to get vast amounts of money out of people but only delivering half of what has been promised.  You'd like to think that Ofcom would be able to stop this illegal sale of products they can't/won't deliver, but I suspect it's more a Trading Standards issue.  I'm very disillusioned by it all and after 10 days, I simply won't know where else to turn.   The call centre for Sky is useless, Discovery Plus has at least tried to look into this, but have hit a brick wall with Sky - you simply couldn't make it up.

[Helen2011]

I've reached the conclusion that Sky and Discovery Plus really have no interest in sorting out the issue.  They've got your money, why should they care?  The only hope is that because they're falsely advertising something they know they can't deliver they'll get a huge fine and we'll get compensation.

[MarkGoldsmith]

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@Helen2011 wrote:

I've reached the conclusion that Sky and Discovery Plus really have no interest in sorting out the issue.  They've got your money, why should they care?  The only hope is that because they're falsely advertising something they know they can't deliver they'll get a huge fine and we'll get compensation.

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Except they aren't falsely advertising anything, so if you subscribe to TNT Sports via Sky you do get access to Discovery + Premium.

What has likely happened in this case is a technology related issue between Sky's and Discovery's platforms which has meant that you haven't automatically been upgraded. Whilst its annoying for customers who fall into this category, with technology this can always happen so if you have reported it to Sky and it hasn't been resolved in a couple of days all can do is raise an official complaint, which hopefully will speed up the resolution to fix your account and perhaps may also led to you receiving some sort of partial credit on your account.

https://www.sky.com/help/articles/how-to-make-a-complaint

[Laing1]

@Helen2011 when you upgraded did you get e-mails from Sky as when I upgraded at the beginning of November for the rugby internationals I received a few emails one informing me that  I was subscribed to TNT sports and another informing me that my Discovery+ app had been upgraded to premium. 

Did you receive any e-mails ?

[Helen2011]

Thank you.  I'm perfectly aware of what is causing the problems.  As such an expert, perhaps you could liaise with Sky and Discovery Plus on my behalf and sort it out for me, after all I've only been trying for 10 days.  But if they can't provide what I've paid for, they're still in breach of contract, despite your comments.